Service commitment

If you ask us for information on prices to fly on a certain date and time in a particular service class, we will offer the cheapest fare available, bearing in mind the following considerations:

• Most economy fares are non-refundable and/or changes are subject to a penalty. Among other conditions, they require advance purchase of the ticket and a stay in destination for a certain number of nights.

• You should book and pay for your tickets as far in advance as possible.

• You should avoid travel dates immediately before and after holiday periods.

• If you are entitled to a special fare (e.g. as an island resident, etc.), you must request it specifically.

• Iberia will provide information on the terms and conditions applicable to the chosen fare, including any levies, duties and taxes that affect the fare.

• In any case, we will only be able to provide the fares available in the booking system you have consulted. Other systems may contain other fares.

• You can find information on the variety of fares offered 24 hours a day, through our digital channels and our Customer Service Centres.

Once customers have paid for their ticket, the fare will not be subject to any increase for the date, flight or service class purchased.
However, customers will be obliged to pay any price increases resulting from regulatory changes in the applicable levies, duties or taxes.

When a flight is disrupted due to a delay, cancellation or diversion from its scheduled route, we will provide the most specific and recent information as far in advance as possible, at the airport or on board the aircraft, and will give you regular updates. We will also inform you of the expected duration of the delay and the estimated time of departure, to the best of our ability.

If we know about an incident before the scheduled departure of the flight, we will inform customers through the contact details they have provided us. If the booking has made through a travel agency, we will inform them so they can notify the customer.

Due to air safety requirements, usually for meteorological reasons, a flight may be diverted from its planned route and land at an alternative airport. In this case, the crew will inform passengers and, once they are in the airport, will provide them with assistance until transfer to the final destination is restored.

In addition to providing regular updates on the causes and expected duration of the delay, we will provide appropriate assistance to passengers until the operation is resumed.

On flights delayed by more than 2 hours,¹ the assistance will consist of providing refreshments, food or accommodation and communication facilities to passengers, provided that it does not further delay the departure of flight. If the delay prevents you from taking a connecting flight, we will try to give you priority on our next flight.

If you are away from your place of residence, we will also help you to make arrangements for accommodation. If due to any responsibility of ours you are unable to reach your destination on the scheduled date, we will provide accommodation and meals.

It is important to note that we will not provide assistance in exceptional circumstances beyond our control, such as weather events, political unrest, long-term strikes in essential services, etc. Neither will we provide any assistance that could further delay the departure of the flight.

¹ Assistance that forms part of a tour package will be provided in accordance with the tour operator's published policy.

Our goal at airports is to deliver baggage in the shortest possible time to avoid additional waits. At Iberia we review and improve our processes continuously, guaranteeing the utmost care in the handling of passengers' belongings.

This procedure includes the preferential delivery of baggage for Business Class passengers and Club Iberia Plus members entitled to this benefit.

Despite taking the utmost care with baggage handling, exceptionally some bags may not appear on the delivery belt on arrival at destination. If this happens, you must notify the Baggage handling Service before leaving the premises or file a Property Irregularity Report (PIR) within 6 hours of arrival of flight. At that point, we will activate our urgent location mechanisms to deliver your baggage to the address you indicate, free of charge and local regulations permitting.

Identifying your baggage externally with your details, and internally as well if possible, will ensure greater efficiency in our procedures if your baggage is delayed.

Checked baggage should not contain any fragile, perishable or valuable items: medicines, money, jewellery or personal or business documents.

It is advisable to keep all travel documents (ticket, boarding pass, checked bag tags, etc.) in case you need to submit a claim.

When travel is booked through our digital channels or our call centre, we inform you that:

• The booking can be held without payment for 24 hours, always subject to the deadlines established in the ticket fare conditions.

• If the fare booked requires immediate payment, the booking may be cancelled without penalty within the next 24 hours. The refund (if applicable) will be processed at the place where the ticket was issued: our call centre, direct sales office or authorised agent.
  Customers will be charged a management fee for the purchase of the ticket, as well as an additional fee for the processing of the refund.

• Refunds are not permitted under any circumstances* for Avios redemption tickets issued to fly with airlines other than the Iberia Group.

*Does not apply to tickets issued in the United States or Puerto Rico.

If you are entitled to the refund of an unused ticket, we will immediately proceed to refund the full amount, except in the rare circumstances where we need to check the conditions with the ticketing centre.
You will also be entitled to a refund of any levies, duties or taxes corresponding to fares that do not allow the refund of the journey price.

We remind you that you will be charged the management fee for the purchase of the ticket, as well as an additional fee for the processing of the refund.

Passengers with accessibility requirements need special assistance at all stages of the journey. Safety and rescue regulations on board also contain requirements to ensure safe travel.
For these reasons, Iberia guarantees your comfort and that of other passengers by facilitating accessibility on board our aircraft, adapting our procedures and training our staff.

We also address the needs of any passenger who requires special assistance during their journey: accompanying minors, providing special meals, etc. For more information, please check our Health and special needs  page.

If you have any questions or want more information about our special services or the transportation of passengers with accessibility requirements, please consult any travel agency, our digital channels (see Accessible Iberia) or our ticket sales offices, or contact our Call Centre.

To expand their network of destinations or meet their production needs, airlines enter into mutual agreements to operate or market specific routes or aircraft. This partnership can take different legal forms: from a code share agreement through which several operators use the same aircraft to a franchise or long-term lease.

If you book a flight that is affected by any of these circumstances:

• We will provide you with name of the operator of the flight when you check in, and we will ensure that travel agencies, website and other distribution channels provide this information.

• We will inform you that the contract of carriage is with Iberia, which in these cases is acting as the marketing company for the flight.

• In the case of a code share in which Iberia is the marketing company, the level of service provided by the operator may differ from our standards, depending on the aircraft and procedures, and some sections of this Service Commitment may not apply. In any case, Iberia conducts a process of harmonisation with its own standards.

In addition to being one of our main commitments, punctuality is necessary to rationalise resources and normalise air traffic, although it is conditioned by multiple factors.

Air traffic control regulations set very restrictive conditions for take-offs and landings. If an aircraft misses its take-off slot, the departure times recovery mechanisms are activated and a period of uncertainty ensues regarding their authorisation. In such cases, the disembarkation of passengers is only authorised if it does not cause additional delays.

Depending on the duration and cause of the delay, our crew will provide food and drink to passengers, allow them to use the toilets, and facilitate medical assistance if necessary. Depending on the circumstances, the captain may allow the disembarkation of passengers who wish to do so, provided it does not affect the operation or the other passengers.

The standard deadline for check-in and acceptance on any Iberia flight is 45 minutes before the scheduled departure. However, there are exceptions, so it is advisable to arrive at the airport earlier, especially for international flights where passengers have to pass through passport control as well as the security devices. More information on our Check-in times.

At the main airports in our network we have agents who manage the waiting times at check-in desks. Use these desks if you are within the deadline. In any case, you can go to the last-minute desks where flight check-ins are closed.

Iberia is a pioneer in alternative ticketing and check-in systems. You can therefore get your boarding pass in advance on Iberia.com and in our apps as soon as you pay for your ticket, depending on the destination country and fare purchased, or 24 hours before the departure of your flight. With this pass, you can go directly to the boarding area if you are only travelling with hand luggage.

We have also developed an alternative check-in system at the main Spanish airports to save time and avoid queues at the desks: automated check-in machines where you can get your boarding pass, select or change your seat, add another bag or print your checked baggage label.

It is a widespread practice that a certain number of customers with a confirmed booking do not show up for the flight. To allow other passengers to travel, even if the flight is theoretically full, airlines accept a greater number of bookings than seats available. The number of excess bookings is determined through statistical analyses of the demand in similar periods.
This practice does not only benefit customers by providing greater flexibility to travel and obtain lower prices, but allows the airline to manage the occupancy of the aircraft more efficiently.

The European Union and most of the countries in which we operate have legislation setting out compensation for customers subject to denied boarding.

If the forecasts fail and the number of passengers with a confirmed booking exceeds the number of available seats, our agents activate a search for passengers willing to give up their seat in exchange for higher financial compensation and a confirmed seat on a later flight.

If not enough volunteers come forward, passengers who are denied boarding will receive the legally established compensation and a booking on a later flight; or, if they prefer not to fly, the amount paid for the unused ticket. The order for denying boarding is established by the time at which passengers check in, although other circumstances also apply: passengers with reduced mobility, unaccompanied minors, the fare paid by the passenger, or membership of the Club Iberia Plus.
We will cover accommodation and meal expenses during the time you are waiting to travel to your destination.

In any case, if you decide not to use your confirmed booking, it would help us enormously if you could let us know as far in advance as possible, through our digital channels or Call Centre, or through the ticket issuer if you booked through a travel agency.

To offer you maximum information, we will provide you with as much detail as possible at each stage, always to the best of our ability:

• When you make your booking:

  • Scheduled time of departure and arrival of flights

  • Departure and arrival airport / terminal

  • Number of stopovers en route

  • Any changes of aircraft, terminal or airport

  • All the conditions of the selected fare

  • Name of the operator and flight number

• When you pay for your ticket:

  • Confirmation of flight times

  • Free baggage allowance and liability limits

  • Hand luggage limits

  If we have to make a significant change to the scheduled time of your flight after you have bought your ticket, we will inform you through the contact details you provided when you made your booking. We will also offer you alternatives depending on the type of the change, which you can check through our digital channels or by calling Customer Service.

• At the customer's request (for our services and services operated by other companies, if we have this information):

  • Type of aircraft scheduled for your flight and distance between seats

  • In-flight services offered

  • Facilities for passengers with special needs and possible fees for using them (except passengers with accessibility requirements, as specified in Article 8)

  • Seat allocation or selection

  • Fee for additional baggage

  • Conditions of carriage

  • Information about the Club Iberia Plus programme

  • Assistance provided in case of loss, damage or delay of baggage

  • Detailed information about the Iberia Quality Plan, which implements the Airline Passenger Service Commitment

  Iberia updates all these information pages related to commercial distribution systems. All travel agencies and Iberia ticket sales offices have access to them.

  For general enquiries, you can send an email to: info@iberia.es.

Our goal is establish a lasting and satisfactory relationship with you and all our customers, so we view any feedback as a token of trust and a new opportunity to get closer to and ultimately meeting all your expectations.

Sometimes, external factors influence our service and can cause incidents in flights, disruptions to schedules or unforeseen situations, which we try to resolve as soon as possible. If we are unable to resolve it when it occurs, we provide personalised and documented care to the best of our ability.

You can inform us of any unresolved matters through our Customer Service Centre. You can also contact us to provide us with any comments regarding the services we provided.

For any claims, complaints, suggestions or praise about our services, please use our forms. We undertake to analyse your comments and reply within 7 days of receipt. We will also notify you if we are going to need longer to handle your case.

APPENDIX (PRMs)

The purpose of this document is to improve the accessibility of air transport for persons with reduced mobility by ensuring provision for their needs and respect for their safety and dignity. It is aimed at airlines and will serve as the basis for future voluntary codes of conduct, which will be developed taking into account the appropriate provisions of Document 30 (Section 5) of the European Civil Aviation Conference (ECAC) and Annex 9 of the International Civil Aviation Organisation (ICAO). These documents provide technical information and have been drawn up following consultation with the air transport industry and the government bodies that establish the standards and recommended practices.

Definition

A person with reduced mobility (PRM) is understood to mean any person whose mobility is reduced due to physical incapacity (sensory or locomotory), an intellectual deficiency, age or any other cause of disability. When using transport, such persons require special attention and adaptation of the services made available to all passengers.

Basic principles

1. PRMs have the same rights as other citizens to freedom of movement and freedom of choice. This applies to travel as well as to all other areas in life.

2. Addressing the needs of PRMs is the responsibility of airlines, airports and the agents of related services. PRMs themselves have a responsibility to specify their needs through the appropriate channels at the appropriate moment.

3. PRMs must be provided with the necessary information to be able to plan and undertake their journeys.

4. PRMs must not be charged directly for any costs derived from addressing their needs.

5. Disability and illness are not to be equated. PRMs are therefore not required to make medical statements about their disabilities as a precondition for travel.

6. Advice on matters relating to assistance for PRMs will be obtained from the organisations that represent them.

7. Staff must be provided with adequate training to ensure that they understand and can address PRMs' needs.

8. All security controls must be conducted in a way that respects the dignity of PRMs.

9. PRMs must be permitted the highest possible degree of independence.

Airline practices

• Airlines may not refuse transportation to PRMs, unless their transportation represents a danger, they cannot be physically accommodated or the services they require during the flight cannot be provided. In these cases, airlines must provided a clear and explicit explanation of their refusal.

• PRMs who are not self-sufficient must always be accompanied: the airline cannot provide health, hygiene or safety assistance on board. For more information, please check our Accessible Iberia page or contact us through our Customer Service Centre.

• Airlines must try to identify options to improve access and facilities on board aircraft, especially when undertaking major refurbishments.

• If it is not possible to provide a direct route for a PRM (e.g. in the case of very small aircraft), airlines must strive to provide an acceptable alternative.

• Irrespective of the size of the airport or aircraft, the dignity of PRMs must be respected during boarding and disembarkation.

• Space permitting, airlines must provide adapted facilities on board to allow the self-sufficiency of PRMs while respecting health, hygiene and safety limits.

• PRMs must be treated equally in the allocation of seats, within safety limitations. When a request cannot be granted for safety reasons, airlines must provide a clear and explicit explanation.

• Service dogs must be transported on board in keeping with the airline regulations and national import regulations. PRMs will not be charged for the transportation of these animals or any other essential aids.

• Airlines must take special care to avoid the loss or damage to disability aids. If these occur, they must take the appropriate steps to meet PRMs' immediate mobility needs.

Access to air transport for people with accessibility requirements

Text of European Regulation 1107/2006: http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2006:204:0001:01:EN:HTML

You can request a copy of Regulation 14CFR Part 382 from the United States Department of Transportation by:

• Telephone:

  Calls within the US: Direct and freephone call for air passengers with accessibility requirements on 1-800-778-4838 or 1-800-455-9880 (TTY*).

  Calls outside the US: Contact the Aviation Consumer Protection Division on (+1) 202-366-2220 or (+) 1-202-366-0511 (TTY*).

• Post:

  Aviation Consumer Protection Division, C-75, US Department of Transportation, 1200 New Jersey Ave., SE West Building, Room W96-432 Washington, DC 20590

• Online:

  Through the official website of the Department of Transportation at the following link:http://www.dot.gov/airconsumer